Manager, Fraud Prevention and Detection (Call Center)

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Manager, Fraud Prevention and Detection in the call center, you will directly manage staff and the day-to-day operational functions for financial crime management activities. Provide solutions and support for compromise/recovery efforts, process recommendations, and trends. Protect member assets by minimizing fraud loss, risk exposure and by providing optimal customer service. Ensure employees have the information, resources and authority to accomplish business objectives. Maintain expert knowledge of financial crime processes and procedures. Maintain working knowledge of all enterprise monetary transaction processes.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Colorado Springs, CO or Phoenix, AZ. 

Relocation assistance is not available for this position.

This position will fill the mid or closing shift Tuesday to Saturday or Sunday to Thursday between the hours of 10 a.m. – 10 p.m. Central time.

What you'll do:

• Provides daily management direction to team and business partners to mitigate financial and reputational risks.
• Completes loss analysis on alerts and cases to identify emerging trends and partners with strategy teams to develop countermeasures to identify, detect and prevent potential threats.
• Measures and communicates business performance, fraud prevention and loss trends in comparison to industry metrics and member friction index benchmark.
• Provides timely response to Executive Resolution Teams, Office of the CEO, and other key executives on member complaints tied to account compromises, account takeovers, deposit holds, account restrictions, denial of new and existing accounts/products, etc.
• Routinely meets with key stakeholders and business partners to ensure work processes are running as planned, exceptions and high-level cases are expedited for handling and follow up.
• Proactively identifies opportunities to improve operational effectiveness.
• Implements and monitors processes and performance standards.
• Provides feedback for improvements to process and product owners.
• Removes obstacles and champions change.
• Manages individual and team performance against individual and team goals.
• Provides regular individual and team training on all designated financial.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.   
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of financial services experience, to include at least 3 years of fraud or operational experience in one or more of the following areas: check, wire, ACH, securities/brokerage, card, ID theft, corporate security investigations, collections underwriting, risk, compliance, internal audit or other related experience.
• 2 years of direct team lead, supervisory or management experience.
• Ability to develop technical procedures and training.
• Experience in bank operations, fraudulent review, and regulations that relate to funds availability, check kiting and check fraud. 
• Advance knowledge of the Bank's fraud prevention controls, risk processes, systems and data environments. 
• Advance knowledge of REG CC, REG E, or REG Z Certificates and Designations Association of Certified Fraud Examiners (ACFE) preferred fraudulent activities for a wide range of enterprise financial products and services.
• Knowledge of federal laws, rules, and regulations to include Reg CC, Reg E.

What sets you apart:

• Call Center leadership experience.
• Experience working in a fraud unit.
• Ability to adopt change in a fast-paced changing environment.
• Knowledge of and ability to coach to EQS / EI.
• Experience in being approachable, building employee trust, being self-aware, understanding what motivates employees, building effective connections for employees on your team.
• U.S. military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $93,770 - $174,020.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.